Pandemi COVID-19 berdampak pada keberlangsungan suatu rumah sakit, salah satunya penurunan jumlah kunjungan pasien, terutama pasien rawat jalan. Hal ini terjadi karena adanya penerapan protokol kesehatan, pembatasan mobilitas, ketakutan masyarakat untuk berkunjung ke rumah sakit, dan kekhawatiran para petugas dan tenaga kesehatan di rumah sakit tertular COVID-19. Perubahan ini juga berdampak dalam pelaksanaan pemberian pelayanan rumah sakit kepada pasien. Seperti pelayanan Rehabilitasi Medik di Rumah Sakit Simpangan Depok (RSSD) pada masa pandemi ini, mengalami perubahan pada pemberlakuan alur pelayanan, penerapan protokol kesehatan, juga adanya pembatasan jumlah dan jenis pelayanan yang berpotensi menyebabkan penularan COVID-19. Tujuan penelitian ini melakukan analisis optimalisasi kinerja pelayanan Rehabilitasi Medik di RSSD pada masa pandemi COVID-19, pada kasus Osteoarthritis (OA) lutut yang banyak ditemukan di poliklinik rawat jalan dan merupakan layanan unggulan di RSSD. Penelitian ini merupakan penelitian mixed methods (kualitatif dan kuantitatif) dengan disain penelitian kualitatif adalah studi kasus dengan sampelnya staf (tenaga kesehatan dan non kesehatan) yang berkaitan dengan pelayanan Poliklinik Rehabilitasi Medik dan pasien OA lutut, kemudian disain penelitian kuantitatif adalah potong lintang dengan sampelnya pasien OA lutut. Hasil penelitian ini menunjukkan bahwa struktur pelayanan di RSSD, seperti kecukupan jumlah sumber daya manusia (SDM) saat awal dan puncak pandemi tidak mengalami permasalahan karena jumlah kunjungan pasien yang menurun, namun sejak awal tahun 2022 kunjungan pasien sudah mulai meningkat, sehingga kecukupan SDM perlu mendapatkan solusi. Kinerja pelayanan Poliklinik Rehabilitasi Medik selama pandemi COVID-19 tetap optimal, dilihat dari penilaian penentu kualitas pelayanan melalui efikasi, efisiensi, efektivitas, optimalitas, akseptabilitas, legitimasi dan ekuitas yang menurut persepsi pasien secara umum sudah baik. Namun, terakait sarana penunjang pada penilaian akseptabilitas menunjukkan penilaian yang masih kurang, yaitu pada kenyamanan ruang tunggu, kelengkapan fasilitas kamar mandi, dan fasilitas pendukung ketersediaan kantin bagi pasien dan keluarganya. Disarankan kepada pihak manajemen RSSD untuk mendukung perbaikan pelaksanaan pelayanan terutama pada beberapa permasalahan yang ada. Kemudian, meningkatkan kesadaran dan kedisiplinan dari seluruh staf di RSSD dan pemberian informasi secara rutin kepada pasien dan keluarganya juga sangat diperlukan dalam terlaksananya pelayanan yang optimal. Kata kunci: Optimalisasi, kinerja pelayanan, rumah sakit, osteoartritis lutut, COVID-19

The COVID-19 pandemic impacts the sustainability of a hospital, one of which is a decrease in the number of patient visits, especially outpatients. This happened because of the implementation of health protocols, restrictions on mobility, people's fear of visiting hospitals, and concerns of officers and health workers at hospitals contracting COVID- 19. This change also has an impact on the implementation of hospital service delivery to patients, such as the Medical Rehabilitation service at the Simpangan Depok Hospital (SDH) during this pandemic, experiencing changes in the implementation of the service flow, the application of health protocols, as well as restrictions on the number and types of services that have the potential to cause COVID-19 transmission. The purpose of this study is to analyze the optimization of the performance of Medical Rehabilitation services at the SDH during the COVID-19 pandemic, in cases of knee osteoarthritis (OA), which are often found in outpatient polyclinics and are the flagship service at SDH. This research is a mixed methods research (qualitative and quantitative) with a qualitative research design is a case study with the sample are staff (health workers and non-health) related to the services of the Medical Rehabilitation Polyclinic and knee OA patients. Then, the quantitative research design is cross-sectional with the sample being knee OA patients. The results of this study indicate that the service structure at SDH, such as the adequacy of the number of human resources (HR) at the beginning and peak of the pandemic did not experience problems because the number of patient visits decreased, but since the beginning of 2022 patient visits have begun to increase so that the adequacy of human resources needs to find a solution. The service performance of the Medical Rehabilitation Polyclinic during the COVID-19 pandemic remains optimal, as seen from the assessment of service quality determinants through efficacy, efficiency, effectiveness, optimality, acceptability, legitimacy, and equity according to patient perceptions are generally good. However, related to supporting facilities, the acceptability assessment shows that the assessment is still lacking, namely in the comfort of the waiting room, completeness of bathroom facilities, and supporting facilities for the availability of canteens for patients and their families. It is recommended to the SDH management to support the improvement of service implementation, especially on some of the existing problems. Then, increasing awareness and discipline of all staff in SDH, and providing information regularly to patients and their families are also very necessary in the implementation of optimal services. Key words: Optimization, service performance, hospital, knee osteoarthritis, COVID-19